Product Support Specialist

The role

You will be the main point of contact for customers who need help with Pigment. You will diagnose and fix product issues with the engineering team, teach customers to use the product well, and bring customer needs to the Product team.

What you will do

• Serve as the primary point of contact for customers seeking help
• Diagnose, replicate and resolve product issues with the engineering team
• Educate customers and help them upskill on using Pigment
• Develop processes with cross-functional partners and find efficiencies
• Act as the voice of the customer to the Product team
• Provide a strong customer experience when handling cases
• Monitor customer health and fix problems before customers notice them

Required qualifications

• Can-do attitude: hands-on and a go-getter
• Excellent written and interpersonal skills
• General technical know-how and an affinity for learning new software
• Independent, empathetic and accountable
• Strong project management skills and ability to deliver on time
• Comfortable working in a global, fast-paced international team
• Experience as an application support specialist, in a technical support role in SaaS, and/or in an FP&A or modeling role (one or more of these)
• Professional proficiency in English
• Able to work from the London office at least 3 days a week

Nice to have

• Knowledge of spreadsheets or business planning
• Experience with HTML, CSS, SQL, APIs or data integrations
• Financial qualification (such as payroll, accounting, financial risk management or pensions)
• An additional language

Benefits

• Competitive package
• Stock options
• Bike2work scheme
• Trust and flexible working hours
• One company offsite every year
• Offices in New York, San Francisco, Toronto, Paris and London
• High-end equipment (based on stock and availability)
• Remote-friendly environment
• Structured training and development pathways

Before you apply

• Background checks are part of hiring, done lawfully before contracts are signed, with candidate consent

About the company

Pigment is an AI-powered business planning and performance management platform founded in 2019. It has 700+ staff across Paris, London, New York, Toronto, San Francisco and Austin.